Stainmasters California

Initial Business Response /* (1000, 5, 2015/08/19) */
when Ms [redacted] called to make her appointment she was asked by the representative if she had any stains or spots on her carpet she answered yes. At that time the representative told her that the technician may or may not need to use some...

additional chemicals on her carpet to get it clean but that he would let her know this before he did any work which he did. When Ms [redacted] spoke to the supervisor she was very upset and
in order to be heard over her yelling the supervisor may have raised his voice to let her know the options that the technician was trying to give her.
If Ms [redacted] would have read The entire web page she would have seen that it says there is additional charge for chemicals used and the special is for steam process only.
When Ms [redacted] called to make an appointment she said she wanted her carpets cleaned. we made an appointment for her and sent a technician to her residence to do just that, clean her carpets for her not to want the job done after the technician got there required us to charge her a travel charge. We went to her residence under the assumption that she wanted her carpets cleaned . She wouldn't let the technician or the supervisor explain that she had other options We would have been happy to do the job for her at the 59.00 price she was quoted as an estimate but she would
not have been happy with the job because the spots on her carpet would not have come out.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When asked if I had stains or spots, I did respond yes, I have one large stain, other than that, obviously the carpet was dirty, hence my request to have it cleaned!! The over $200 fee I was quoted was for one stain? I don't think so. I have had this carpet for 4 years, so I understand wear and tear, I did not expect the carpet to come out brand new. I explained that the previous company I used 4-6 months ago and every 6 months prior, was able to match the color of the entire carpet in the house for $100. So when the technician did the test spot clean and there was no difference after it was 'cleaned' to the rest of the carpet, why would I pay $1.00 much less $100 or $200 to leave my carpet as it already was? I did not yell at the supervisor, I raised my voice as he did, because there is no way he could have even attempted to hear what I was trying to say as he continuously spoke over me and made to attempt to listen to what I was trying to explain. if I had at least been given the opportunity to speak and be heard this entire situation would have had a whole different outcome. I raised my voice to attempt to allow him to hear me. When I asked for my carpet to be cleaned and was told there may be additional charges for any stains, why would I expect the 'additional charges' to be raised from $59 to over $200 for one stain especially when I knew I could get a better deal from another company for $100?? I don't understand what the company process is for cleaning carpets but the technician explained to me that $59 did not pay for shampooing and/or deep cleaning. I understand deep cleaning fees are higher but when you say you will clean my carpets, does that not mean shampoo? How do you clean carpets without cleaning agents? Yesterday my carpet was cleaned for $100 and there are no stains on my carpet today. If I was told the estimate could go up from $59 to over $200, I would have immediately ended that conversation. This company from beginning to end was rude and unprofessional. If my $25 is not refunded, I feel I must let the community know about their shady business practices.
Final Business Response /* (4000, 9, 2015/08/25) */
Since Ms [redacted] never let us clean her carpet how can she say we were unprofessional. We tried to give her options and all she heard was 200.00
after that she quit listening to what the technician or the supervisor said to her. The 25.00 travel fee is non refundable and I am sorry Ms [redacted] had such a bad experience with our company but once again I have to say Ms [redacted] should have read the entire website or the coupon it clearly states that this price is for steam cleaning it also mentions that there is an additional cost for chemicals used
Final Consumer Response /* (4200, 11, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company is not offering a resolution only excuses for their unprofessional behavior. The so-called supervisor was very dismissive of my questions and concerns about the statements made to be by the technician which upset me even more; LISTEN instead of being pompous and snooty. Who would not be upset when they are quoted a fee of $59 and upon arrival it goes up to over $200?!. Any options offered to me came with the statement, "this will not clean the carpet", so why would I pay you $1.00 much less $200 to not clean my carpet?! This is absurd. I was told the $25 was because "the estimate is not free." Now it is a travel fee?? Make up your mind. In my search for carpet cleaners, I found only a telephone number, I did not look up a website or coupon but regardless of that fact, I feel that it is their obligation to inform me that because I had couches and beds on the carpet as well as a long list of other things that brought the fee up to over $200, this would have ended that transaction immediately. Don't blame me or my reaction to this ridiculous $200 fee because you run a shady business. Be up front with quotes and options when potential customers initially call for information and this problem is sure to be eliminated.